Problem with integration Jira - ServiceNow

[Community Alums]

Hi Connections,

We have problem with the integration of Jira with ServiceNow, in the direction from Jira to SN. For example, comments typed in Jira do not appear in SN, but the other way around it works. This is only happening for only one field and that to on Update only.

My question is there any payload I need to verify  to analyze what exactly  are passing to snow.. if yes what is the steps...

if not what are the different areas I need to verify/check to resolve the issue.

Best Regards,

Rafmine.

[Sohail Khilji]

Hi @Community Alums ,

You have not mentioned what method you have used for integration... any ways 

Please try these troubleshooting steps:

1. Ensure the comment field in JIRA is correctly mapped to ServiceNow's work note.
2. Inspect the data sent from JIRA to ensure comments are included.
3. Ensure correct permissions to fetch comments from JIRA and that the integration supports comment synchronization.
4. Check the processing flow or script for errors in handling comments.
5. Verify the integration has access to JIRA comments.
6. Confirm integration can update ServiceNow's work notes and no rules prevent updates.
7. Check both ServiceNow's and JIRA's logs for integration errors.
8. Update a JIRA comment with fixed text to see if it syncs.

If your using spoke you can check on flow to see the input payload or if using rest api the you can check on logs..  i hope this helps...

[Josh Gold]

Hi @Community Alums What tool are you using to integrate Jira and ServiceNow? ServiceNow has pretty thorough documentation for their Jira Spoke. You should be able to find guides for making it work in there, but it depends on your use case, I suppose!

If you're finding it difficult to keep track of scripts, you could instead try connecting Jira and ServiceNow with a no-code platform.

Unito has a no-code 2-way integration for ServiceNow and Jira. They're a ServiceNow partner and the platform is much easier to use than working with spokes or scripts. 

Here are the steps to setting up ServiceNow and Jira with Unito:

1. First, create an account in Unito.
2. Connect ServiceNow and Jira to Unito (use OAuth 2).
3. In Jira, change your email visibility setting to "anyone".
4. Add your accounts for Jira and ServiceNow and the projects you want to sync.
5. Choose a flow direction. This is where the automation happens. You pick a source and destination. Manually created tickets in the source create a linked ticket in the destination. (ticket = record/incident or issues/tasks in Jira and ServiceNow).
6. Apply rules to filter out unrelated details (so if you only want to sync tickets with specific labels or custom fields, this is where you can do that).
7. Link fields between Jira and ServiceNow. This controls real-time 2-way updates between ServiceNow and Jira so if you make a change on one side, it appears in the other automatically. Once you do this, your tickets are now "linked" in real-time.

And that's it! Once it's live, you don't need to maintain it, and everyone who creates records or issues in those linked projects can benefit from the integration. 

Here's a technical overview for Unito's 2-way ServiceNow connector or you can read about the ServiceNow Jira integration here.

[Neeraj Modi1]

Hello @Community Alums 

Have you found any solution, a similar issue is happening with me as well post our upgrade from Utah to Washington 

Regards,

Neeraj

[Piyali Sen Bane]

Hello @community Alums,

Have you got any solution and root cause of this issue? We are facing this issue after Yokohama upgrade.

Thanks,

Piyali